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Service Level Agreement

Our commitment to you, to ensure you receive the highest degree of service we can offer.

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At Mayo Wynne Baxter, we are committed to providing the highest degree of advice and service that we can. As a consequence, our clients can expect the following from us as a minimum standard:

Communication

  1. For your convenience, our legal advisers will meet with you at our nearest office to you, or can come to your home or office if appropriate and safe to do so. Alternatively, we can host meetings via video or telephone if that is more convenient.
  2. We will keep you updated on progress at every key milestone of your case.
  3. If you call one of our legal advisers but they are temporarily unavailable, we will get back to you within 4 working hours.
  4. We will acknowledge all emails within 4 working hours. If you email one of our legal advisers and they are unavailable, you will receive an ‘out of office’ message with further contact details.

Fees

  1. We will be transparent about our charges from the outset and provide a realistic estimate or price proposal for seeing your matter through to its conclusion.
  2. If applicable we will carry out a regular review of costs incurred to date against the original estimate and advise you, in advance, should this estimate need to be adjusted.
  3. We will ensure that you are fully aware of any possible expenses in dealing with your case as early as possible so that there are no surprises.
  4. If appropriate we will complete your case within a pre-agreed fixed fee.

Your Case

  1. We will always fully consider the strengths and weaknesses of your case and advise accordingly, even if that advice is not to proceed.
  2. We will never give advice just to generate more legal work; we will only ever give advice that is in your best interest.
  3. If we cannot take your case for professional reasons or where we feel that another firm is better placed to help you, with your permission, we will recommend another law firm.
  4. We will agree with you the frequency and manner of updates for your case.

Client Concerns

  1. We will not share any personal information with anyone without your prior permission unless required to do so by law.
  2. We promise to take seriously any concerns you may raise regarding the service you have received.
  3. We will acknowledge any written complaint within 5 working days of receipt and endeavour to provide a substantive response within 21 days from this acknowledgement.
  4. If you feel that our service has fallen short then you may exercise our Satisfaction Guarantee
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Why choose Mayo Wynne Baxter's legal services

Exceptional service from outstanding people. We’ve been serving the people of Sussex for over 150 years. As a regional law firm with deep roots in Sussex, we take pride in putting our clients first.

Communication - We will keep you informed at every key stage of your case, ensuring clear and timely communication. If your legal adviser is unavailable, we will return your call within four working hours.

Satisfaction Guarantee - We are proud to have pioneered a service level agreement ensuring you have a clear understanding of the standards of service you can expect from us.  Find out more about our satisfaction guarantee here.

    Contact us today

    Complete your details in the box below and we will aim to call you back within four hours. If you would like to speak to someone sooner, call us on 0800 84 94 101.

    By submitting your message, phone number and email address, you are permitting us to contact you by these means in response to your enquiry. You also acknowledge that the information you submit will be used as detailed in our privacy policy.

      Contact us today

      Complete your details in the box below and we will aim to call you back within four hours. If you would like to speak to someone sooner, call us on 0800 84 94 101.

      If applicable please add the below information

      This information is solely for a conflict check and will remain confidential. It could refer to your current partner (the person you may be considering separation from) or your ex-partner (the individual you are in the process of separating or divorcing from). In short, it's the name of the other party in this family law matter

      How can we help?

      By submitting your message, phone number and email address, you are permitting us to contact you by these means in response to your enquiry. You also acknowledge that the information you submit will be used as detailed in our privacy policy.

      What to expect when you contact us

      1. Once you have completed the contact form or called us, our client service team will call you back, to ask a few questions including your preferred method of contact. This information is then passed directly to the Legal Adviser who will be working for you. Once you are happy to proceed we will gather all the relevant information and your file will be opened almost immediately so we can start work.
      2. A member of the Client Service Team will keep in contact with you on a regular basis throughout your transaction, to make sure you and them are satisfied with the progress of your matter. There is no additional charge to you for their involvement.
      3. We are here to assist you and ensure everything proceeds as smoothly as possible. You will have direct contact details for the client service team, who you can contact at any point during your matter.

      Our aim is to make the process as easy and uncomplicated as possible for you.